Elements Casino Brantford — Attraction in Brantford

I will write this and use my time to express the sentiment of many players and regulars. Although most players simply complain many of us share constructive points and suggestion in order to serve us better and help the casino be more profitable and a secure place of employment for the few that are deserving. Disgruntled staff from top to bottom sorry to suggest. Management is primarily shut off to the customer for the most part. The standard response is "nothing we can do it comes from the top" what a horrible answer! In what reality does the customer come up with better ideas then management only to be ignored and not utilize what could be exceptional suggestions from people that have and are in the business that have experienced stellar running casinos. Ironically, the common question to date is, "why does it seem those that run this casino are trying to make it fail" is this possible? Hidden agenda perhaps? Another standard answer is "the government takes too big of a cut" hence NO INCENTIVE! How can a casino of any size not provide servers at certain points of the day? Quite often no access to food for customers and then told in a militant fashion, "you cant bring outside food or snack in" An empty restaurant where there once was a daily menu! Rent it out perhaps? Then clients are told we don't have enough customers to warrant ample dealers and or a restaurant! Could this be because the patrons are being run out of the casino? Many of us fight daily for improvement as well hope to fight for those employees that need adequate hours and stability. Perhaps its time to listen to those that are on the front line? Employees do have constructive suggestions! Patrons that know what they want and have the establishment recognize it? Get back to the basics and realize what a customer is worth and what value they bring to the business. NO FOOD, LITTLE or NO COMPS. Limited quality training for dealers and inconsistent rules and procedures. Many of us have voiced these items over the years. The dealers suggest that management wont listen to them. They suggest to us to write reviews and it will carry more weight! Will it? Are we not on the same side and hope to develop a successful environment for us all? Time will tell. I congratulate those employees that have stuck with it through thick and thin and remain in positive spirits and offer a positive experience for paying patrons. Keep it up! This casino is fortunate to have you, and you know who you are! I must report in unlikely places where some of the best service is found at Elements, the front line SECURITY, always with a smile and greet, they are second to none (for the most part) much could be learned from them. The casino cage "OUTSTANDING" not many weak links there. When there are servers most are simply EXCELLENT! Dealers and floor staff unfortunately I would suggest are the least consistent. The few are exceptional and extend excellent service, but many are either unhappy or mistreated. I guess limited hours has done that to some, hence trying to pay the bills when you only get 30 hours of work per week or less. Perhaps stronger management and direction could help turn things around? Back to basics I believe. Old fashioned excellent service combined with the appreciation of customers will bring players back. You can only cut so many corners until you eventually cut everything. Build it and they will come, but make it a valued experience for the player. Give to get, its pretty simple. Hopefully this is viewed as a constructive review? If any staff read this please don't feel this is a negative shot at you. The majority of you deserve much better as well as loyalty.

*as well, after writing these reviews good or bad there is an automated response, it pretty well says thanks and how much they appreciate the review, and then states if you want someone to reach out use the email provided. FYI I have always written email as well to NEVER...

Today at 4:20am on Victoria Day, long weekend!

The security Shane, refuse Me and my college at the front desk! After allow my friend entrances, he waited aside for me, As I was walking up to Shane, the brown bald headed, security, who made a Rude & Bold aggressive judgemental statement in a rude tone of voice, as I handed my driver License to, Shane! He didn’t even ask the question, “if I had any to drink”! Shane simply, shouted out at me, Stating! “If your drunk, Im not letting you in!” Accusing me of being a drunk! without asking or questioning me first, with manners, Then my college who he already had let in before me, overheard and stepped in, and confronted! Shane rude comments as I handed my ID to Shane, My college spoke up because He felt that, Comment, was Aggressively Offensive comment towards, Me. So he asked the security Shane “why are you asking or saying it like that” Consider I’ve been Sober & on going for 19 Years! After I responded “No I Don’ Drink!” Shane and my college were Arguing back and forth then right before he allow me to enter, the casino he refuse my college from entering! As I had to go into the casino to use the restroom, and As I came back to the front desk, a Gothic looking female who claim to be the Shane Supervisor, was now arguing with my college and defend Shane! Bad behaviour and manner! At the front entrance!

I felt upset and ask the Gothic looking Female Supervisor, for her name, “So I can file a complaint!” Who claim to be a Supervisor refuse to give us her name, and Shane!, and Was “Try to hide and cover Her badge or name tag around her neck!” After she heard me, stating, and wanting to make a complaint, On Shane attitude and manners, And how me and my college feel like we have been mistreated by Ontario the Element Casino, security staff who abuse there authority, and forgets there purposes or job description! who was very rude and disrespectful!

Not just this One time, but multiple occasions I have witness poor and rude behaviour from your security staff member from Branford casino, However! Has cross the line!! they are really rude and disrespectful, thinking they are cops! which ruin the experience and vibe make me not Ever or wanna visit this location Ever!!!

As we about to leave the Supervisor, was acting up and making tantrums and being very disrespectful and unprofessional, and “Now is trying to accusing and degrading” my college! Calling him a “drunk and he was showing symptoms of being intoxicated” and Not Allow us to leave! And threaten my college, Cops are coming,

“Considering Shane the front desk security who was the one, that accuse or address the Comment towards Me and not toward my college! “For Being a drunk” And now you have Your Supervisor making a wrongful judgment toward my college accusing him, of being a drunk! And Now the Supervisor, has an oversized blond female security chasing and follow us out the parking lot like we are Criminals!!

Me and my college are very angry and upset as we have been a Loyal member with Elements Casino!! For a long time! Especially it take us an hour and half to drive to the casino and back! Just to be discriminated, with Such horrible, attitude and disrespectful comment from your security team that abuse there right or authority...

Update to my original review

The professional way scott the manager acted when dealing with the issue was very pleasing to know that a customer is important and the proper steps are taken to address my concerns, I hope my issue helps to show how a customer feels when accused for no reason . I was provided A BIT of free play which I feel should've been a bit higher as I've had on going issues with my players card not working correctly. Other then that im greatly appreciate Scott's professionalism in my situation.

Overall this casino and the staff and security are very friendly and I have nothing more to say bad about this casino

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sad to write this as the staff have always been good to me however it only takes one time to cause a customer to no longer feel welcome. Ive never been so disrespected before as I was at this casino. I was approached by management and accused of improper behavior suggesting I was looking for a handout by someone playing a slot machine. Even after I told him I wasn't he replied if I behave like that again ill be trespassed..

The part that really upsets me is he didn't ask me if it happened he accused me. I spent over $500 that day, in fact it was after some lady assumed I was looking for a hand out because I was sitting enjoying watching an older lady who was winning . Which means I had money ...

If they looked at my players card they would see that I lost $500 so why would I be looking for hand outs if shortly after this complaint was given I spent $500

Being accused for something I had not done nor had and intention of asking for anything really makes me wonder how people can just make invalid complaints because they think someone was going to do something yet the person didn't . Like keep your negative thoughts out of my life and stop making complaints without actually having proof of your thoughts .....

The manger in this situation was not very mindful of the situation as I didn't do anything wrong yet threatened to trespass me .... DID I ASK FOR MONEY NO I DIDNT ..... I DID NOT DO NOTHING BUT SIT AND ENJOY WATCHING A LADY WIN, HOW IS THAT UNACCEPTABLE BEHAVIOR.......

Someone's opinion is not always correct and to simply accuse me of something then threaten me to trespass me was unprofessional. Now I don't feel welcome there . That in my opinion should be a concern.

Assume anything you wish but until there is actual proof of what you Assume, your in more of a wrong if you accuse that person.

At NO point of time did I ask anyone for nothing and that you know is fact, so please asnwer this, HOW WAS MY BEHAVIOR INAPPROPRIATE? And what did I do which was a lawful reason to threaten to trespass me. You don't want my business, fine because until I'm given an apology I will not return. The lady's who complained should have been told that I wasn't doing anything wrong . The staff never had any reason to think I'd do this as I've been coming for over a year and not once have I caused a problem. YOU DONT THREATEN INNOCENT PEOPLE THATS UNACCEPTABLE BEHAVIOR AND THE PERSON...